Percorrer por autor "Reis, João Carlos Gonçalves dos"
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- Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and ChallengesPublication . Reis, João Carlos Gonçalves dos; Santos, Vasco; Amorim, Marlene; Melão, NunoDigital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semistructured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions.
- Addressing Service Failure and Recovery in Digital Service Systems: Opportunities and ChallengesPublication . Reis, João Carlos Gonçalves dos; Santos, VascoDigital service systems are changing the world as we know it, enabling companies to embrace new forms of relationship with their customers. The aim of this article is to propose a categorization of service failures in digital service systems and an illustration of recovery solutions based on life situations. Thus, this article used an exploratory case study research conducted in a Portuguese private bank. Data collection involved multiple sources, such as semi-structured interviews, customer complaints from an online database, and direct observation. The case revealed that digital service systems are not failure proof and service failures are inevitable. As a result, companies are struggling to consistently maintain high service standards across all channels and, for that purpose, have essentially invested on automated interactions. On the other hand, humanized recovery solutions are expected to enable organizations to make significant progress, including prevention and corrective actions, that will mitigate the perception of poor service delivery. While current studies tend to focus on what is going wrong in digital engagement, researchers have hitherto not investigated sufficiently this digital breakdown and the subsequent recovery solutions.
- Artificial Intelligence in Government Services: A Systematic Literature ReviewPublication . Reis, João Carlos Gonçalves dos; Espirito Santo, Paula; Melão, NunoThe aim of this paper is to provide an overview on how artificial intelligence is shaping the digital era, in policy making and governmental terms. In doing so, it discloses new opportunities and discusses its implications to be considered by policy-makers. The research uses a systematic literature review, which includes more than one technique of data analysis in order to generate comprehensiveness and rich knowledge, we use: a bibliometric analysis and a content analysis. While artificial intelligence is identified as an extension of digital transformation, the results suggest the need to deepen scientific research in the fields of public administration, governmental law and business economics, areas where digital transformation still stands out from artificial intelligence. Although bringing together public and private sectors, to collaborate in the public service delivery, presents major advantages to policy makers, evidence has also shown the existence of negative effects of such collaboration.
- Artificial Intelligence in Government Services: A Systematic Literature ReviewPublication . Reis, João Carlos Gonçalves dos; Santo, Paula Espírito; Melão, NunoThe aim of this paper is to provide an overview on how artificial intelligence is shaping the digital era, in policy making and governmental terms. In doing so, it discloses new opportunities and discusses its implications to be considered by policy-makers. The research uses a systematic literature review, which includes more than one technique of data analysis in order to generate comprehensiveness and rich knowledge, we use: a bibliometric analysis and a content analysis. While artificial intelligence is identified as an extension of digital transformation, the results suggest the need to deepen scientific research in the fields of public administration, governmental law and business economics, areas where digital transformation still stands out from artificial intelligence. Although bringing together public and private sectors, to collaborate in the public service delivery, presents major advantages to policy makers, evidence has also shown the existence of negative effects of such collaboration.
- Artificial Intelligence in Government Services: A Systematic Literature ReviewPublication . Reis, João Carlos Gonçalves dos; Santo, Paula Maria Ferreira do Espírito; Melão, Nuno Filipe RosaThe aim of this paper is to provide an overview on how artificial intelligence is shaping the digital era, in policy making and governmental terms. In doing so, it discloses new opportunities and discusses its implications to be considered by policy-makers. The research uses a systematic literature review, which includes more than one technique of data analysis in order to generate comprehensiveness and rich knowledge, we use: a bibliometric analysis and a content analysis. While artificial intelligence is identified as an extension of digital transformation, the results suggest the need to deepen scientific research in the fields of public administration, governmental law and business economics, areas where digital transformation still stands out from artificial intelligence. Although bringing together public and private sectors, to collaborate in the public service delivery, presents major advantages to policy makers, evidence has also shown the existence of negative effects of such collaboration.
- Breaking Barriers with Qualitative Multi-method Research for Engineering Studies: Pros, Cons and IssuesPublication . Reis, João Carlos Gonçalves dos; Amorim, Marlene Paula Castro; Melão, Nuno Filipe RosaThe purpose of this article is to investigate how contemporary studies about engineering are breaking down boundaries of knowledge. This study uses a systematic literature review to show how the application of qualitative multi-method approaches may offer reliable results and provide greater emphasis to the dimensions of development, triangulation and complementarity. The article offers new insights on the role of qualitative researches for the engineering domain, an area which has been largely unaddressed in the literature.
- Civil-Military Cooperation: Integrated Logistics in Response to the COVID-19 CrisisPublication . Reis, João Carlos Gonçalves dosBackground: This article addresses the civil-military cooperation in response to the COVID-19 crisis. In early 2021, the number of daily infections and the growing number of COVID-19 hospitalizations in Portugal were dramatic, reaching the highest rates in the world. In response, the Armed Forces were engaged and played a significant role in helping the National Health Service (NHS). The NHS is just one of many existing examples which demonstrate the relevance of logistical support from the Armed Forces so that civil institutions can return to a sustainable and autonomous situation. Methods: In order to understand and describe this real-life phenomenon, a qualitative and exploratory case study was conducted. Several sources of data collection were used for triangulation and corroboration. Results: The results suggest that, in emergency situations, logistical operations of the Armed Forces in support of civil society are divided into four major areas: planning and organizational activities; priority setting; combat service support; and training and self-reliance. Conclusions: Once the four areas of action of the Armed Forces were identified, the response to the COVID-19 crisis became more evident, as civil entities were able to make requests suited to military capabilities.
- Comprehensive Risk Assessment Of Industrial Radiography Process Within Industry 5.0: Towards Continuous Safety ImprovementPublication . Pereira, José Cristiano; Dores, Joana Maria Costa Martins das; Reis, João Carlos Gonçalves dosThe radiographic inspection of critical jet engine hardware involves inherent risk factors. Failure to address these risks appropriately can lead to catastrophic operational accidents, including loss of life and aircraft destruction. Recognizing and mitigating these risks is crucial, with the human factor playing a pivotal role in ensuring the success of the inspection process. In the context of Industry 5.0, a groundbreaking paradigm that prioritizes human needs and well-being in technological advancements, our study seeks to illuminate the risks associated with the failure of radiographic inspection of critical hardware. Furthermore, we aim to explore how the Industry 5.0 framework can be effectively leveraged to optimize this inspection process. This research endeavors to generate practical insights into each process variable, offering actionable strategies to prevent failures in both inspection procedures and critical hardware components. Its significance extends to inspectors, manufacturing engineers, safety engineers, and company decision-makers, providing guidance on implementing a risk assessment program rooted in Industry 5.0 principles for process optimization. Distinguishing itself as an innovative endeavor, this study pioneers the application of the Industry 5.0 approach to radiographic inspections. Methodologically, it employs a thorough review of state-of-the-art literature, standards, and regulations to identify risk factors. Subsequently, the study illustrates how Industry 5.0 concepts can be applied to formulate effective responses to these risks. The outcome comprises a comprehensive list of identified risks and practical examples showcasing the application of Industry 5.0 concepts. The ultimate goal is to enhance the overall quality, reliability, and profitability of companies engaged in jet engine hardware maintenance, manufacturing, and other processes employing X-ray and gamma rays. The result can be used as a guideline by jet engine hardware maintenance, manufacturing professionals, and other organizations using X-ray and gamma rays in their processes. Although the primary focus is on the radiographic inspection within a jet engine repair station, the study findings can be generalized to other industries that use industrial radiographic inspection and whose sustainability is affected by inspection failure, resulting in waste, rework, and unnecessary energy consumption. The study provides guidelines to be used by professionals, engineers, inspectors, and decision-makers. The study outlines measures that can significantly improve operational performance, enhance safety standards, reduce costs, minimize waste, and positively impact organizational sustainability. By addressing a critical gap in the literature, our study introduces a pioneering perspective on the transformative potential of Industry 5.0 concepts in radiographic inspections. The guidelines provided can be instrumental for developing risk assessment programs, further contributing to the improvement of organizational quality, safety, and overall financial wellbeing. This study sets the stage for future academic research, inspiring scholars to delve deeper into refining inspection quality and processes.
- Desenho e controlo de serviços multicanal: Um estudo de caso de um banco portuguêsPublication . Reis, João Carlos Gonçalves dos; Melão, Nuno Filipe RosaApesar de as organizações utilizarem cada vez mais múltiplos canais para prestarem serviços, pouco se sabe como estes serviços são concebidos e controlados na realidade. O objetivo deste artigo é explorar os processos e práticas de desenho e controlo de serviços multicanal. A metodologia baseia-se num estudo de caso único, de natureza qualitativa, exploratória e representativa, de um banco português, e recorre a entrevistas, observação e documentos internos. Os resultados sugerem que os processos de desenho e controlo possuem uma natureza semi- estruturada e estruturada, respetivamente, e mostram que se empregam práticas para promover a sua melhoria contínua. A principal conclusão é que a consistência entre canais é crucial no desenho e controlo de serviços multi- canal, devendo as organizações desenvolver mecanismos de integração como é exemplificado neste estudo de caso.
- Desenvolvimento de um Modelo Teórico–Conceptual para Implementação de Veículos Elétricos: Estudo de Caso do Exército PortuguêsPublication . Santos, Ricardo; Reis, João Carlos Gonçalves dos; Kazanecka, Aneta; Nowakowska, MartaRESUMO (PORTUGUESE): O tema “veículos elétricos” está cada vez mais presente na sociedade Portuguesa e no mundo empresarial em geral. Nesse sentido, será relevante que os Estados possam acompanhar os desenvolvimentos tecnológicos e que se preparem para a implementação deste tipo de mobilidade elétrica. O Exército Português não é exceção e, por esse motivo, decidimos dar os primeiros passos no desenvolvimento de um modelo teórico–conceptual para implementação de veículos elétricos. O modelo desenvolvido tem por base a literatura existente e foi validado empiricamente numa unidade militar do Exército Português. Desta forma, esta investigação visa preencher uma lacuna existente na literatura, uma vez que, pelo que temos conhecimento, é a primeira vez que se desenvolve um modelo de implementação de veículos elétricos nas Forças Armadas Portuguesas. Estudos futuros podem refinar o modelo existente, ou adaptar o modelo desenvolvido para organizações idênticas e que pretendam dar os primeiros passos neste domínio de investigação. ABSTRACT (ENGLISH): The theme “electric vehicles” is increasingly present in the Portuguese society and in the business world in general. In this regard, it will be relevant for States to be able to monitor technological developments and to prepare for the implementation of this type of electric mobility. The Portuguese Army is no exception and, for this reason, we decided to take the first steps in the development of a theoretical–conceptual model for the implementation of electric vehicles. The developed model is based on the existing literature and it was validated empirically in a military unit of the Portuguese Army. Thus, this investigation aims to fill a gap in the literature, since, as far as we know, this is the first time that a model for the implementation of electric vehicles in the Portuguese Armed Forces has been established. Future studies can refine the model presented in this article, or even adapt the conceptual model for identical organizations that intend to take the first steps in this field of research.